Customer Service Representative
Washington, DC
Category: Support
Industry: Government
Standard Hours: Open
Reference ID: JN -102026-109257
Date Posted: 10/29/2026
Shortcut: http://careers.eliassen.com/mZ1wct
Description:
On-site in Washington, DC
Our client seeks a motivated customer service representative to provide Tier 1 phone support for users of the Asset Forfeiture Program in Washington, DC. The role includes taking user calls, entering incidents into BMC Remedy, troubleshooting application issues, recommending Tier 1 solutions, and coordinating follow-up with Tier 2 as needed. The position requires professionalism, detail orientation, strong communication, and the ability to collaborate with a team during core hours with occasional late shifts.
Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $20.00 to $25.00/hr. w2
Responsibilities:
- Provide first-level phone support for end users and internal staff of the Asset Forfeiture Program.
- Resolve questions or escalate issues related to the Forfeiture Systems Suite of applications.
- Record all user inquiries, resolutions, and service requests in BMC Remedy.
- Monitor and track issues escalated to Tier 2 support through resolution.
- Develop and proofread end-user and process documentation.
- Support the Customer Service Center Manager with project initiatives and administrative tasks.
Experience Requirements:
- Experience with BMC Remedy, Microsoft Office, and Skype.
- Ability to triage Tier 1 incidents and communicate effectively with team members.
- Detail oriented with independent problem-solving and decision-making skills.
- Ability to track and monitor tasks to completion.
- Strong customer service and professional team collaboration.
- Ability to utilize a VoIP phone system to answer and transfer calls.
- Availability to work scheduled core hours between 7:00am and 8:00pm and late shifts from 12:00pm to 8:00pm as assigned.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above